ComplaintsforHyundai of Plymouth

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to ********** on 10/19/24 and was informed by the manager that part of my intake was missing. I have only had my vehicle serviced with the dealership prior to Saturday. I also have brought my vehicle to Hyundai several times for issues, some of which have been fixed, others have not. I recently needed replacement parts, which took over 2 months to have completed, mostly due to the fact that no one was returning my calls. I request that the missing part of the intake be reattached, at no cost to me.

  Business response

  10/28/2024

  Tell us why here...hyundai of Plymouth response:
  
  Due to this unusual situation and our concern for our customer, ********************** sent a technician to Courtneys home to verify the issue with her vehicle.  After speaking with ******** on the phone about the issue, our **************** staff ordered the item that she indicated was missing after her last visit to our service department.  Once our technician arrived at her home, he quickly addressed the problem, installed the missing component and check the vehicle for proper operation.  Ms. ****** indicated that she was very satisfied with the resolution to the situation.
  
  
  I have sent in this response since the BBB website is currently having issues.  If you need any further information, please let me know.  Thank you.

  Customer response

  10/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Hyundai Sonata has been at the dealership for 3 weeks awaiting the approval of a new engine. The car is under warranty, and the dealership has told me I need a new engine. They also have not given me a loaner vehicle and I have been without my car for 3 weeks now with no answers. I have contacted corporate and have a case manager named ***, our case number is ******** and his phone number is ************. he has also not been able to help us.

  Business response

  08/05/2024

  While we certainly understand the frustration on behalf of the ******** due to the time that is required to complete the preapproval process.  Of course, as an authorized franchised Hyundai dealer, we must follow the policies and procedures that Hyundai ****** of America require for approval for the repair.  We have made multiple submissions to Hyundai's Technical Support Prior Approval hotline and are again awaiting for direction on how to proceed.  Unfortunately, until we receive an authorized approval from Hyundai to proceed, we are not able to provide substitute transportation free of charge.  We will continue to work with Hyundai Technical Support to obtain an approval and repair process for the ******** issue.  If the ******** have any questions, they can contact either myself, Mark ********************* or ***********************, our General Manager for any updates.  We will continue to update the ******** as we receive information from Hyundai, but that often takes up to a week between communications.   

  Customer response

  08/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. Although The business has been professional and polite in speaking with me, I have been without my vehicle for over 3 weeks, with no substitute transportation, this is unacceptable. I understand they are waiting for approval but I feel this should have been resolved within a reasonable time frame. They have not contacted me for updates at all, even though I call them regularly for updates, my calls are not returned. I am curious if I were to take my car to a different dealership would the results be the same? I will continue to also remain polite and professional in my communications with this dealership, however I am owed a loaner vehicle or compensation at this point. Thank you
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  08/06/2024

  To update this issue, through our persistence following up with Hyundai Technical Assistance, the repairs have now been approved.  We have offered the ******** a no charge loaner vehicle until the repairs are completed, which the ******** have accepted.  We are now in process ordering the required parts for the vehicle, which we would anticipate taking 10 to 14 days for all parts to arrive.  Once the parts have arrived at the dealership, we will inform the ******** to provide them with an update on the anticipated date of completion. This process did take more than the standard 10 business days to obtain an approval but in the end the ******** vehicle will be fully repaired under the certified preowned warranty. 

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 6/20/2023 i purchased a Jeep Renegade *********** of Plymouth, since the day i purchased it there has been nothing but trouble. Wasn't able to pick my car up until 7/7/2023:Break Booster needed, part came in with no gaskets, and when it did arrive it defective. New gasekt arrived and I got my car on 7/7/2023 upon pickup service tire pressure light was on, dealt with service manger *********************, who would setup an appointment. Prior to the appointment I discovered these issues. license plate light went out, the rear drivers side door handle was *****, two seatbelts did not work properly, and I was unable to put gas in the car, the nozel would not go in. back to the shop the car goes on 7/27 they did provide me a loaner. picked the car up went to put gas in it, still unable to. 8/5 The car went right back to the shop. on 8/14 I requested a full refund via email. I resent the email several times, and asked them to respond via email, and they instist on calling me. The first responce I had back from them was 8/25, with a phone call. I again sent them an email asking them to respond via email. They have agreed to take the car back, and we are waiting for the details. Today is 8/26, still no car..

  Business response

  08/30/2023

  As with any vehicle, there can be mechanical issues that the dealership was unaware of even after a thorough inspection to ensure customer satisfaction.  This is what happened in this particular case.  The good news for our customer is that we are a very honorable dealer, provided the customer with a loaner vehicle while any mechanical issues made the vehicle undrivable, including sending the vehicle to the local Jeep dealer to be diagnosed and repaired.  In the end, the customer did not feel comfortable with the vehicle and we offered to repurchase the vehicle back from the customer.  The repurchase took a a few days to determine the exact refund, which was provided to the customer earlier this week.  The customer accepted the repurchase, the dealership issued a refund check to the customer and completed the required documentation to complete the payoff and title doumentation.  The customer was pleased with the outcome and this situation has been resolved.

  Customer response

  08/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

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